Customer Success Agent at LiveScore Group

The Customer Success Team's main responsibility is to manage contacts (inbound and outbound calls, emails, social media posts, and chats), KYC, fraud, risk, and payment flows across our Sportsbook platform. The Customer Success Agent role will involve using third-party KYC providers, as well as using a variety of detection techniques, to identify high-risk accounts, detect unusual activity, investigate, and then close suspicious accounts to reduce risk and prevent revenue losses for the company while also tending to customers via our support channels.

The position calls for keen attention to detail, sound judgment, the capacity for multitasking, and the ability to efficiently and promptly manage workload.

Key Responsibilities

• Manage both incoming and outgoing calls.
• Respond promptly and interact effectively with customers via a different number of channels, namely calls, emails, webchat, social media, and any other new channel.
• Ensure that more complex customer issues are followed up and resolved in a timely manner (by following a defined escalation path when required).
• Provide technical support to customers.
• Proactively develop customer relationships by maintaining contact at an appropriate level.
• Contribute to the ongoing development and improvement of the LiveScore Bet customer experience.
• To satisfy customers, determine and evaluate their needs.
• Establish long-lasting relationships and trust with customers through clear and active communication.
• Act as an ambassador for the company as the first point of contact.
• For Contact players to attempt age verification / perform security checks.
• Identification of KYC documents and pay account documents.
• Part of a team responsible keeping site free of cybercrime and underage activity.
• Reviewing and performing KYC checks on member account registration across all our sites.
• Provide accurate, valid and complete information by using the right methods/tools.
• Address customer complaints, offer appropriate answer and solutions in a timely manner, and follow up to secure a resolution.
• Follow communication procedures, guidelines and policies.
• Initialising the Customer Due Diligence process, including conducting PEP and Sanction Checks.
• Follow up politely to all customers & intending customers to attain satisfaction.
• Recommend strategic and possible solutions on customers complaints.
• Identification of suspicious activity using the fraud monitoring tool and other systems.
• Reviewing and monitoring member account registration, deposit and withdrawal transactions.
• Performing initial investigations and taking immediate corrective action to mitigate losses to the business.
• Complete a variety of account and payment administration tasks relating to these issues.
• Chargeback administration and case management.

Skills, Knowledge and Experience

• Proven experience in the gaming industry or related field.
• Good communication skills, both written and spoken, and good command of English (fluent).
• Knowledge of Anti Money Laundering and Responsible Gaming detection methods and regulation.
• Ability to manage workload effectively and in a timely manner.
• Ability to multitask.
• High level of customer service skills.
• Excellent typing skills & experience of using Microsoft Word, Excel, internet and mobile applications.
• A proven team player with a 'can do’ attitude.
• Flexible approach to working in a dynamic and often hectic environment.
• Flexible and Reliable.
• Ability to learn fast.
• Have exposure to working in KYC, Fraud, Risk Management, or Payments.
• High level of attention to detail and trustworthy.
• Highly motivated and willing to learn and develop skills.
• Team player and self-starter who is able to work on own initiative.
• Numerate with excellent analytical skills
• Proficient in the use of standard IT packages (especially Excel)
• Accurate data input skills and attention to detail

What can we offer?

• Salary dependent upon experience
• Private Medical insurance
• Stakeholder pension scheme
• Group Life and personal accident cover with COVID cover extension.
• Employee transit support
• Breakfast
• Leave entitlement
• Celebration Moments
• Learning and development options.